Kayla Wicker
Hindman,Kentucky
Summary
Dynamic professional with a commitment to embracing challenges and achieving results. Demonstrates adaptability and a strong work ethic, with a history of independently mastering new competencies. Proven ability to thrive under pressure while maintaining organized and consistent practices. Interpersonal skills contribute to effective teamwork and organizational success.
Overview
9
9
years of professional experience
Work History
Quality Assurance Specialist
FedEx
Chavies, KY
06.2024 - Current
- Streamlined processes using various software tools to optimize overall performance.
- Resolved issues promptly through knowledgeable and friendly service, promoting high customer satisfaction.
- Conducted address lookups and corrections for undeliverable parcels to enhance delivery accuracy.
- Completed daily reports on time, ensuring accountability and tracking of activities.
- Prioritized and organized tasks to efficiently meet service goals and deadlines.
- Identified and reported damaged packages, facilitating timely resolution.
- Provided exceptional face-to-face and phone support, maintaining strong customer relationships.
Customer Service Representative
General Dynamics Information Technology (GDIT)
Remote
09.2022 - 06.2024
- Identify and assess customers needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/customer service team targets and call handling quotas
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Provide caller satisfaction with every interaction
- Resolve complex problems by working with other departments to provide solutions that meet customer needs.
- Answer approximately 60-80 inbound calls a day, to facilitate customer service.
Package Handler
Fed Ex
Chavies, Kentucky
09.2021 - 06.2024
- Read and comprehend labels to ensure correct routing of packages
- Follow safety rules at all times
- Lift parcels that weigh up to 75 lbs
- Use scanners to track parcel information, such as receipt or condition
- Sort items according to the destination
- Ability to work with hand tools and loading equipment
- Work efficiently to meet client and company expectations
- Work with team to assemble, seal, and load packages into correct trucks
- Maintain a clean work environment by removing debris from the unloading dock area.
Preschool Teacher
Tiny Tots Daycare
Bonnyman, Kentucky
01.2022 - 09.2022
- Keeping the classroom clean and safe
- Designing engaging and challenging lessons
- Observing and providing individual need-based care
- Educate and prepare each child for kindergarten
- Maintained records of attendance, grades, health concerns, and other relevant information about the children in my care.
- Incorporated music, art, games, books, blocks, puzzles into daily instruction.
- Provided adequate care to 15+ pre-school aged children
Caregiver
08.2020 - 12.2021
- Provide daily care to elderly family member
- Assisted with bathing, dressing, and basic grooming needs
- Shopped and prepared meals
- Provided transportation to and from doctor appointments and chemotherapy
- Provided housekeeping assistance
Customer Service Representative
Sykes Enterprises Inc - Customer Service Representative
Chavies, Kentucky
08.2018 - 08.2020
- Provided troubleshooting resolution and appropriate individual solutions
- Offered advice and assistance to customers, paying attention to special needs or wants
- Cultivated customer loyalty, promoted repeat customers and improved sales
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction
- Consulted with outside parties to resolve discrepancies and create effective solutions
- Evaluated account and service histories to identify trends, using data to mitigate future issues
- Maintained customer satisfaction focused on addressing customer needs and resolving concerns
- Documented each individual interaction thoroughly
Assistant Manager
Rue21
Hazard, KY
11.2016 - 08.2018
- Set and enforced policies focused on increasing team productivity and strengthening operational efficiency
- Managed inventory control processes to restore back stock, control costs and maintain sales floor levels to meet customer needs
- Trained team members in successful strategies to meet operational and sales targets
- Coached team on effective upselling and cross-selling methods
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies
- Supported staff development and goal attainment by focusing on skill development and job satisfaction
- Submitted reports to senior management to aid in business decision-making and planning
- Monitored employee performance and developed improvement plans
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service
Education
Associate of Arts - Elementary Education
Western Governors University Remote
05-2027
Associate of Science - Arts and Business
Hazard Community And Technical College Hazard
05.2018
High School Diploma -
Knott County Central High School
05.2017
Skills
- Technical expertise
- Customer support and satisfaction
- Issue resolution and handling
- Time management
- Documentation and reporting
- Problem-solving skills
- Quality assurance
- Team collaboration
- Verbal and written communication
- Child development
Affiliations
Member of National Honor's Society Elected President of HOSA Elected Class President Member of The BETA Club Member of BOOMERANG Mentorship Graduated with 4.0 GPA
Accomplishments
- Customer Service - Consistently received positive feedback from guests and created repeat business by developing long-term relationships with customers. Handled guest complaints, maintaining a positive dining experience for all rest
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction
- Telephone Service - Professionally processed calls, providing information and service to ensure customer satisfaction
- Promoted to Assistant Manager after only six months of employment
References
References available upon request.
Timeline
Quality Assurance Specialist
FedEx
06.2024 - Current
Customer Service Representative
General Dynamics Information Technology (GDIT)
09.2022 - 06.2024
Preschool Teacher
Tiny Tots Daycare
01.2022 - 09.2022
Package Handler
Fed Ex
09.2021 - 06.2024
Caregiver
08.2020 - 12.2021
Customer Service Representative
Sykes Enterprises Inc - Customer Service Representative
08.2018 - 08.2020
Assistant Manager
Rue21
11.2016 - 08.2018
Associate of Arts - Elementary Education
Western Governors University Remote
Associate of Science - Arts and Business
Hazard Community And Technical College Hazard
High School Diploma -
Knott County Central High School
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